Improving service quality through managing customer contact: Case of airlines
- Title
- Improving service quality through managing customer contact: Case of airlines
- Author
- 김승철
- Keywords
- customer contact; service quality; service operations; airline services; airlines
- Issue Date
- 2015-02
- Publisher
- Inderscience
- Citation
- International Journal of Productivity and Quality Management, v. 15, NO 2, Page. 203-214
- Abstract
- Service products are consumed by customers as soon as they are produced and delivered. In the service operations, customer contact is an essential part of the service delivery process. Often, the mode and degree of customer contact affects the service quality, and thus customer contact could be an important determinant of service quality. Customer contact is an important element of service process design and management for such industries as airline, hotel, restaurant, etc. In customer contact, there are two aspects: quantity and quality of contact. In this paper, we focused on the quantity aspect of customer contact and investigated its impact on service quality. This paper examines the relationships between the degree of customer contact, i.e., a quantitative measure, and the service quality, and attempts: 1) to assess the impacts of customer contact on the service quality
- URI
- http://hdl.handle.net/20.500.11754/21847http://www.inderscience.com/offer.php?id=67763
- ISSN
- 1746-6474
- DOI
- 10.1504/IJPQM.2015.067763
- Appears in Collections:
- COLLEGE OF BUSINESS[S](경영대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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